An Employee Experience Tool To Empower EX Excellence

The value of customer experience (CX) design and management has been well-established. And CX maturity models have been used for several years to guide, measure, and improve companies’ performance on CX. Now that businesses are waking up to EX as an equally valuable organizational competence, an EX Maturity Model is needed.

Four Lessons Covid-19 Taught Us About Employee Engagement

Employee engagement defines the emotional commitment and sense of responsibility that an employee carries towards his/her organisation, its goals and visions. The repercussions of the Covid-19 pandemic have urged employees to shift to working right from their dwelling places. This has impacted their work lives in both positive and negative directions.

A Holistic Approach to Experience: Why CX and EX are equally important.

Experience is one of the great unifiers in our world. People love to experience good things, but experiencing them together often adds to the enjoyment. In the same way, going through a bad experience can have its blow softened by sharing it with others. How does this concept pan out in the business realm? How does a business acknowledge experience as a whole and create strategy to underpin its importance?

Joe Pine – The Experience Economy is All About Time Well-Spent

A returning guest from season one of Voices of CX, Joseph Pine II, or Joe Pine, is an internationally acclaimed author, speaker and management advisor to fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.

Adapting customer experience in the time of coronavirus

In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.